Director of Customer Success

Summary

Join Sprinter Health as the Director of Customer Success and lead the implementation, satisfaction, retention, and growth of a portfolio of customers. You will collaborate with cross-functional teams to ensure best practices and customer-first initiatives are met, acting as an internal champion for customer success. This role offers immediate impact and involves leading customer interactions, developing strategic plans, and driving revenue targets. You will serve as the Voice of the Customer, providing feedback to the product team. The ideal candidate possesses 7+ years of experience in customer success, account management, sales, or consulting, along with strong problem-solving skills and cross-functional team experience.

Requirements

• 7+ years of experience in customer success, account management, sales or consulting
• Strong orientation toward problem-solving with a systematic and managed approach
• Experience working with sales, operations, product, and other members of cross-functional teams
• Urgency in execution and tendency toward speed with the ability to adapt and change
• Strong empathy for customers
• Comfortable with ambiguity
• Excellent verbal/written communication and organizational skills
• Strong executive presence and business acumen including experience working in a B2B environment
• Proven ability to influence through persuasion, negotiation, and consensus building
• Exercise judgment, with guidance, in methods, techniques, and evaluation criteria for obtaining results

Responsibilities

• Lead customer interactions in a manner that establishes credibility and trust as a business and thought partner
• Collaborate cross-functionally to lead customers through the Sprinter Health customer journey to achieve strong customer satisfaction, adoption, and partnership success
• Partner with each customer to develop a multi-year strategic plan with ambitious growth targets
• Develop relationships at all levels within the customer organization, ensure cohesive communication, and leverage customer relationships to remove barriers and roadblocks to growth
• Serve as the Voice of the Customer within Sprinter Health by providing customer feedback to the product team to inform the roadmap
• Drive annual revenue targets and coordinate renewal of designated customer contracts
• Proactively identify customer risks and partner cross-functionally to recommend solutions and drive action plans to improve customer health
• Secure opportunities within the customer organization for the expansion of Sprinter Health services to additional departments

Benefits

• Medical, dental, and vision plans 100% paid for you and your dependents
• Flexible PTO + 11 paid holidays per year
• 401(k) with a match
• 16-week parental leave policy for birthing parent, 8 weeks for all other parents
• HSA contributions
• Life insurance, plus short and long-term disability coverage
• Competitive salary + equity package, based on Bay Area location
• Virtual + in-person activities, to stay connected in a distributed culture
• Free daily lunch in-office (Menlo Park)
• Annual learning stipend